Cisco Cisco Agent Desktop 8.5 User Guide
Voice Contact Work Flows
31-Mar-06
85
rule are executed in the order they are listed in the Actions pane. Subsequent rules
are not evaluated.
are not evaluated.
If no rules are met, the default rule governs, and all actions associated with the default
rule are executed. Default rules cannot be changed or deleted.
rule are executed. Default rules cannot be changed or deleted.
The default action might be <no action>.
To set up a new work flow:
1. Select the event that triggers the work flow from the Event pane. The
available events are:
—
Ringing. The agent’s phone rings.
—
Answered. The agent answers the phone.
—
Dropped. The call terminates.
—
Work Ready. The agent transitions to the Work Ready agent state.
—
Work Not Ready. The agent transitions to the Work Not Ready agent
state.
state.
2. Under the Rules pane, click New to set up a new rule.
The New Rule Name dialog box appears.
3. Enter the name of the new rule, and then click OK.
The fields in the Current Rule Conditions section of the window are enabled.
4. Add up to 3 data field conditions (see
for
more information) and specify when the actions should be executed—when
any of the data field conditions are met, or when all of the data field
conditions are met.
any of the data field conditions are met, or when all of the data field
conditions are met.
When a data field condition is established, the Enable Rule check box is
automatically checked.
automatically checked.
5. Under the Actions pane, click Add to choose one or more actions to run
when the event occurs and the rules are met.
You can select an existing action, or create a new action. If the action you
select cannot be associated with the event, you will receive an error
message. See
select cannot be associated with the event, you will receive an error
message. See
6. Repeat steps 1 through 5 for as many events as desired.
7. When you are finished associating events with rules and actions, click Apply
to save the new voice contact work flow.
Data Field Conditions
Data field conditions are criteria that a call’s selected enterprise data fields must meet
in order for a voice contact classification or a work flow rule to be enforced.
in order for a voice contact classification or a work flow rule to be enforced.